
IT Helpdesk
6 days ago
Position Summary:
As an IT Helpdesk Support, you will be the first point of contact for our clients, providing technical support and assistance with their IT-related issues in St. Luke's. Your primary responsibility will be to ensure our clients have a seamless and efficient experience while resolving their IT problems. This role plays a crucial part in maintaining customer satisfaction and the overall success of our organization.
Key Responsibilities:
First-line Support: Receive and respond to incoming technical support requests through various communication channels, including phone, email, and chat.
Problem Resolution: Provide prompt and effective solutions to common technical problems included in the runbook/troubleshooting guides.
Documentation: Maintain detailed and accurate records of all customer interactions, issues, and solutions in a ticketing system.
Knowledge Sharing: Contribute to the knowledge base by documenting solutions to common problems and sharing insights with the team to improve overall support efficiency.
Client Education: Offer guidance and assistance to clients for basic troubleshooting and self-help solutions.
Remote Assistance: Utilize remote desktop tools to access and troubleshoot clients' computers, servers, and devices.
Customer Service: Provide excellent customer service by addressing client inquiries professionally and courteously, managing expectations, and ensuring client satisfaction.
Incident Management: Manage and track incidents and service requests to meet defined service level agreements (SLAs).
Continuous Improvement: Stay up-to-date with industry trends and technologies, and actively seek opportunities for process improvement within the service desk.
Qualifications:
Basic knowledge of commonly used operating systems, software applications, and hardware components.
Excellent problem-solving and communication skills.
Customer-oriented with a commitment to delivering exceptional service.
Ability to work well under pressure and in a fast-paced environment.
IT certifications are advantageous.
Experience with remote support tools and ticketing systems is a plus.
Fresh graduates are welcome to apply
Job Type: Full-time
Pay: Php16,000.00 per month
Benefits:
- Company Christmas gift
- Company events
- Health insurance
- On-site parking
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
Education:
- Bachelor's (Required)
Work Location: In person
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